Complaints/Suggestions

Suggestions and Criticism

Whilst we constantly strive to provide a good, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like.  If you think this has happened to you, please come and talk to the Business Manager or the Operations Manager, so that we can sort out the problem.

 

If you have a complaint or suggestion you may either:

  1. Speak or write to our Business Manager

  2. Leave a message at reception

  3. Place a note in our suggestion box, located in the waiting room

 

The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Change of Personal Details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

Violent of Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.